Operating Model Integration Lead

Responsibilities

• Ensure individual persona workflows integrate seamlessly into a cohesive, end-to-end operating model, establishing clear upstream and downstream information handoffs that eliminate operational silos.
• Standardization vs.
• Continuously optimize workflow handoffs and data availability within ServiceNow to reduce administrative burden and drastically accelerate cycle times from ideation to value realization.
• Translate Snacking's multi-persona workflows, governance gates, and reporting requirements into clear, prioritized epics, user stories, and acceptance criteria for platform delivery.
• Partner closely with platform owners to co-design scalable platform enhancements, validate architectural designs against business needs, and ensure product release roadmaps directly solve Snacking operating bottlenecks.
• Act as the intake lead for newly released centralized ServiceNow modules and capabilities, evaluating their relevance, viability, and timing for roll-out across Snacking.
• Partner with change and communication leads to architect tailored persona-based onboarding paths, practical playbooks, role-specific guidelines, and workflow demos that drive rapid user adoption.
• Establish active feedback loops with community practitioners across domains to identify friction points, adoption gaps, and evolving operational requirements.
• Define and track adoption metrics, cycle times, workflow hygiene, and data quality across all persona groups in ServiceNow.
• OKR Framework and Adoption Establish the hierarchy and relationship between enterprise, portfolio, product-line, product and team OKRs.
• Develop guidance for setting objectives, key results, baselines, targets and evidence of achievement.
• Embed OKRs within annual planning, quarterly planning, portfolio management and performance reviews.
• Build capability across Digital, Digital Technology functions and business teams to create and use effective OKRs.
• Establish quality assurance and review mechanisms for OKRs.
• Ensure progress against OKRs informs prioritisation, investment and delivery decisions.

Job Description

1. Multi-Persona Journey & Operating Model Orchestration Persona-Centric Workflow Design: Map, define, and continuously refine the day-to-day user journeys, decision gates, and interaction models for key personas across Snacking—including Portfolio Managers, Product Managers, Programme/Project Managers, and Business Architects.

Tailoring

Balance enterprise consistency with persona- and domain-specific nuances, identifying where standardized governance is critical versus where tailored digital experiences are required to accelerate delivery speed.

Decision Velocity & Friction Reduction

2. Business Counterpart to ServiceNow Central Product Management Snacking Demand & Voice of Business: Serve as the single, authoritative business counterpart to the Central ServiceNow Product Management team (bridging the Snacking business/operating model reality with the platform engineering and configuration roadmap led by central platform teams).

Platform Capability Ingestion

3. Business Domain Engagement & Scaled Adoption Domain Connectivity & Buy-in: Embed closely with Snacking business domains to understand their distinct operating pressures, ensuring platform capabilities are pragmatic, intuitive, and readily embraced.

Feedback Loops & Continuous Sentiment Tracking

4. Information Architecture, Data Flow & Cross-Role Transparency Operating Model Data Flow: Define and govern the flow of delivery data across roles—ensuring business architectural blueprints inform portfolio choices, portfolio targets cascade into product roadmaps, and delivery telemetry feeds executive reporting. Operational Reporting & Single Source of Truth: Partner with analytics and reporting leads to deliver persona-specific dashboards and consolidated views that give leaders immediate visibility into portfolio health, resource allocation, risks, and benefits realisation.

Process Performance & Governance

• Ensure OKRs translate strategy into measurable outcomes rather than activities or outputs.
• Prevent OKRs from becoming a reporting exercise disconnected from how teams work. #TBdigital